business
Leaders are Responsible for Customer Service
Someone sent this link out via Twitter a few days ago and unfortunately, I don’t remember who. No matter who it was, thank you! This post is a must read for anyone involved in customer service or experience efforts but even more importantly for the leaders of the organisation. Customer Service is a Leaders Responsibility [...]
Customers, Companies and Social Media – Levelling the Playing Field
Customers don’t own the conversation. The only thing that social media has done is level the playing field. Companies are scared of social media because they don’t control information about them anymore. It used to be that individual consumers couldn’t get their message out massively. Only companies had the resources to communicate via mass media. [...]
Speak Like a Human to Enhance Customer Service
I was browsing Delicious for interesting content using the ‘customerservice‘ tag and came across this excellent article. (Thanks to briangryth for tagging.) “My Challenge to you: only speak like a human at work” on the Telegraph. Like any valuable relationship, the ones we have in business hinge on trust. And trust depends on openness, respect [...]
Definition of Customer Satisfaction – Redux and Mea Culpa
My last post Definition of Customer Satisfaction was syndicated on CustomerThink and led to a great discussion with Graham Hill. (He also blogs on CustomerThink) In our comment discussion, he questioned why I was trying to reinvent the wheel and then we discussed why customer satisfaction is so hard to define. My original intention with [...]
Definition of Customer Satisfaction
Everyone talks about customer satisfaction and some see it as the “holy grail” of a customer-centric business. But what is it really? Is there a simple basic definition? On Wikipedia, customer satisfaction is defined as “Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation.” [...]
